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The SolarWinds Academy provides relevant and high quality education programs for IT Professionals. Our training curriculum promotes a comprehensive understanding of the SolarWinds portfolio of products through certifications, instructor-led classes, and eLearning videos.

Create a new FAQ

Techs can use FAQs to share information and quickly locate resolutions to common problems. In addition, clients can search the FAQ knowledge base within Web Help Desk to locate answers to their questions.

Ensure that the tech permissions for FAQs are defined for each tech in Setup > Techs > Tech Permissions > Other Permissions.

You can create a new FAQ manually, or you can automatically create an FAQ based on a ticket note. If your company is implementing knowledge-centered supportknowledge-centered support, use this capability to quickly expand your knowledge base using information already captured in case notes.

Before creating a new FAQ, search the knowledge base to determine if an existing FAQ answers the question. If so, you can link the existing FAQ to the ticket.

Set tech permissions for FAQs

Log in to Web Help Desk as an administrator.

Click Setup > Techs > Tech permissions.

Click the tech permission name.

Scroll down to the Other Permissions tab.

Click FAQ Edit.

Additional options display.

Select FAQs "All" Category Edit to enable tech access to All and Specific FAQ categories. This allows techs to view FAQs in the Create FAQ page for all requests.

Select any additional selections as required. See the tooltips for details.

Click Save.

Access FAQs in the tech user interface

Log in to the tech user interface.

Click FAQs in the toolbar.

Click New FAQ in the FAQ toolbar.

The Create FAQ page displays.

If you select FAQs "All" Category Edit in Setup, the tech can access All categories in the Create FAQ page.

Category is identical to the ticket request type.

The tech can also edit an FAQ by selecting Specific and clicking the drop-down arrow to select one or more categories for the FAQ.

When you de-select the FAQ Edit check box, the remaining FAQ permissions are disabled in the Other Permissions tab.

Additionally, the All and Specific categories in the tech user interface are disabled by default, and the tech cannot change the category selection.

Techs can view FAQs assigned to All and Specific categories, but cannot edit these FAQs.